Service Desk Agent (End User Support)
Service Desk Agent (End User Support)
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Job Description
Line of Service
Internal Firm ServicesIndustry/Sector
Not ApplicableSpecialism
IFS - Information Technology (IT)Management Level
Senior AssociateJob Description & Summary
Contribute to creating a better tomorrow
The only way we can tackle the challenges of this fast-changing world is with passionate people. Led by our purpose of building trust and solving important problems we have come together at PwC to address the biggest issues facing the world in a way that drives positive impact. Are you eager to join a team fueled by open and curious minds who are passionate about their work and create new solutions for a new day Then youre in the right place.
Bring your talents. Learn new skills. Make a positive impact.
As a technology-enabled innovator PwC is building out a digital first delivery model for and with our clients. This digital delivery model isnt just about technology; its about new ways of solving complex problems creating unique experiences and accelerating business while leveraging our core expertise.
PwCs Products & Technology team is central to this vision. We design develop and scale products to help our internal and external clients lead the next phase of their digital evolution. We support PwC business specialists in building products connected to a purpose. Process improvement business transformation effective use of innovative technology and data & analytics and leveraging alternative delivery solutions are key components. Our products tackle the real challenges our clients face today and unlock new opportunities for future growth.
Our digital product teams aim to reimagine the possible: based on client centricity agile delivery and startup thinking.
Your impact
As a Service Desk Agent you make an impact by being the primary IT support for employees tasked with quickly addressing technical issues and ensuring user satisfaction. Below you will find your key responsibilities:
- First-Level Support:Handle incoming IT support requests via calls emails and chats. Troubleshoot hardware software and network issues.
- Incident Management:Diagnose and resolve technical problems promptly escalating unresolved issues to higher-level support if necessary while meeting service level agreements.
- Ticket Management:Document and categorize user issues in the IT ticketing system ensuring follow-through and resolution.
- User Guidance:Offer friendly guidance and advice on minor issues or self-service tools keeping users updated on issue status.
- Knowledge Base Contribution:Add and update solutions in a knowledge base to improve first-contact resolution rates.
- Collaboration & Improvement:Work with other IT teams to improve support processes and participate in training sessions.
About you
Technical Skills:
- Proficiency with computer hardware and operating systems (Windows possibly macOS) and common business software.
- Basic networking knowledge for troubleshooting connectivity issues.
- Experience with IT ticketing systems (e.g. ServiceNow JIRA).
- Multitasking and adaptability in learning new technologies.
Soft Skills:
- Strong communication to explain technical solutions clearly.
- Customer service orientation with patience and empathy.
- Professionalism under pressure to remain composed during high-volume support periods.
- Teamwork and independence to collaborate and work solo on tickets.
- Problem ownership to see issues through to resolution.
- Adaptability for continuous learning in evolving IT environments.
Customer Service Focus:
- Ensure positive user experiences by being attentive friendly and helpful instilling confidence in IT support services.
Life at PwC Belgium
Our culture and workplace are something were proud of. Heres a sneak peek at some of the benefits you can look forward to:
- Flexibility: flexible working hours with Reimagined so you can decide your most effective working pattern
- Infinite learning and growing: broad opportunities to learn every day and exciting career pathways that help you explore different disciplines or areas of expertise
- Rewards that matter to you: A flexible rewards plan gives you access to a wide range of benefits so you can make the choices that best fit your personal circumstances and lifestyle.
- Diversity: We believe that diversity makes PwC stronger. It helps us solve problems and deliver added value to our clients. We encourage an inclusive culture where people can get the best out of themselves.
- A sustainable mobility offer: we offer a wide range of sustainable mobility options.
- Wellbeing: An extensive health programme that includes access to an online wellbeing platform sports communities and mental resilience workshops
- International PwC network: broad access to industry expertise both locally and through our wider global network of member firms
- Supporting you in every phase of your life including family friendly work schemes
Lets build something great together. What are you waiting for
Education (if blank degree and/or field of study not specified)
Degrees/Field of Study required:Degrees/Field of Study preferred:Certifications (if blank certifications not specified)
Required Skills
Optional Skills
Accepting Feedback Accepting Feedback Active Listening Analytical Thinking Artificial Intelligence Business Technology Cloud Disaster Recovery Communication Creativity Database Disaster Recovery Data Warehousing Disaster Recovery Disaster Recovery Disaster Recovery Solution Development Embracing Change Emotional Regulation Empathy Enterprise Architecture Hardware Troubleshooting Incident Management and Resolution (IMR) Inclusion Intellectual Curiosity IT Business Strategy IT Operations IT Operations Management IT Performance Management 20 moreDesired Languages (If blank desired languages not specified)
Travel Requirements
0%Available for Work Visa Sponsorship
NoGovernment Clearance Required
NoJob Posting End Date
Required Experience:
Unclear Seniority
Employment Type
Full-Time
